CX Journey Owner

35393 We are Farmers – where ambition meets opportunity. At Farmers, we’re not just known for unforgettable jingle – we’re a team with a passion for purpose and making a real difference in people’s lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us. Join an award-winning, equal opportunity employer, where you’ll find more than a job – you’ll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do. Ready to make your mark? Discover our vibrant culture and explore career opportunities at www.Farmers.com/careers/corporate . Connect with us on Instagram , LinkedIn and TikTok , and let’s build something incredible together! Workplace: Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote ) Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered. Job Summary This position owns specific customer (which could include customer, agent, or other constituent groups) journeys end-to-end and is accountable for their performance. The role delivers initiatives to improve journey effectiveness and enhance customer satisfaction by applying human-centered design principles. The position manages collaborative relationships with stakeholders, including peers and project teams, to analyze customer interactions, identify opportunities for improvement, and optimize the overall journey. The role is an individual contributor who works independently with moderate guidance while applying insights to deliver customer journey initiatives. Candidate qualifications may be reviewed against the requirements for the associated levels of this position's core function. Based on experience, may be considered at the higher salary grade within the career path. CX Journey Owner, SG 36 Sr. CX Journey Owner, SG 37 Essential Job Functions Reviews customer journeys end-to-end to understand behaviors, motivations, and pain points. Identifies customer needs and opportunities for improvement. Creates journey maps for moderately complex journeys using human-centered design principles. Documents customer journey information to support optimization efforts and ensure consistency across initiatives. Applies working knowledge of customer journeys and process improvement to execute optimizations. Gathers and analyzes customer feedback to identify trends and opportunities for improvement across the customer journey. Executes processes to intake, act on, and synthesize feedback to accurately reflect the voice of the customer. Interprets data and generates insights that inform customer experience improvements. Translates findings into actionable recommendations and communicates them to more senior stakeholders for incorporation into customer experience roadmaps and strategies. Executes projects to improve customer experiences by defining customer needs and recommending process improvements for assigned journeys. Applies human-centered design principles to propose solutions that address customer needs. Contributes to developing cost-benefit analyses to evaluate the impact of improvements and provides insights to build project momentum. Recognizes project integration points and collaborates with stakeholders to ensure alignment. Manages stakeholder relationships across functions to support objectives, gather input, and assist in defining project scope, timelines, and deliverables. Monitors and measures the quality of assigned customer journeys using KPIs, OKRs, rNPS, tNPS and other performance metrics. Performs detailed reporting on journey performance for owned journeys. Executes continuous improvement processes to address inefficiencies, improve performance metrics, and enhance customer experience. Aligns improvement efforts with broader business objectives to achieve key performance targets. Supports customer experience optimization by applying working knowledge of customer journey ownership. Serves as a thought partner to support optimization efforts though sound analytical practices. Helps stakeholders understand the benefits of customer experience improvements while encouraging customer centric-approaches. Communicates with clarity, confidence, and tactical relevance while promoting the adoption of customer experience perspectives. Seeks opportunities to expand customer journey ownership skills by staying informed on trends, tools, and best practices in customer experience. Sets clear and actionable development plans for self to continually strengthen, deploy, and improve core competencies. Builds knowledge of the business, company, and customers. Shares knowledge and skills with team to support collective learning and growth. Performs other duties as assigned. Experience Requirements Minimum three years of experience required in customer experience management, journey mapping, and applying human-centered design principles. Experience with project leadership and project /execution required. Education Requirements High School Diploma or equivalent required. Bachelors degree preferred. Additional Qualification Strong verbal communication and listening skills. Demonstrated written communication skills. E Effective interpersonal skills. Able to influence outcomes through relationship management and collaboration with stakeholders. Demonstrated analytical skills. Able to apply sound business and P&L acumen to evaluate impact of customer experience initiatives and align them with business objectives. Demonstrated time management and priority setting skills. Demonstrated project management skills. Able to apply competent project management skills to coordinate tasks, manage stakeholders and timelines, and support completion of project activities. Seeks to acquire knowledge in area of specialty. Possesses working knowledge of customer experience, journey ownership, human-centered design, and related principles. Possesses strong technical aptitude. Proficient with Microsoft Office suite. Proficient with Microsoft Office suite. Competent with CRM systems, journey mapping systems, analytics platforms, and project management tools. Able to learn and adapt quickly to new technologies. Develops and delivers effective presentations. Physical Actions Job is performed in-person at a Farmers office or virtually at an approved alternative work location. The physical work environment is indoors and climate-controlled with adequate lighting and ventilation. Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions. Frequently sits for prolonged periods of time, up to a full shift. Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Possesses clear vision, with or without correction, to visually read and verify information. Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects. Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace. Jobs in this category require rare, if any, travel. Benefits Farmers offers a competitive salary commensurate with experience, qualifications and location. o CA Only: $91,350 - $154,990 o CO & ME: $85,800 - $133,980 o HI/IL/MN/VT Only: $85,800 - $143,550 o MA Only: $85,800 - $143,550 o MD & VA: $85,800 - $143,550 o DC/NJ/NY/OH Only: $85,800 - $154,990 o Albany County, NY/Cleveland, OH: $91,350 - $133,980 o WA Only: $85,800 - $163,125 Bonus Opportunity (based on Company and Individual Performance) 401(k) Medical Dental Vision Health Savings and Flexible Spending Accounts Life Insurance Paid Time Off Paid Parental Leave Tuition Assistance For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer Job Location(s): R_US - United States Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly. Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws. Want to learn more about our culture & opportunities? Check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram , LinkedIn , and TikTok . Spokane, WA only: Residents who prefer not to provide their address click here to submit your resume via email: [email protected]